Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
Topics that contain the literal phrase "cat food" and all its grammatical variations.
Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.
Two or more words in the same topic
|Either word in a topic||
|Topics that do not contain a specific word or phrase||
|Topics that contain one string and do not contain another||
|A combination of search types||
- Miscellaneous tasks
- Open an incident
- View clocks
- View a list of services potentially affected by an outage
- Apply a template to complete an incident
- Access Incident Management views
- Relate a record to an incident record
- Update an incident
- Resolve an incident
- Access Incident Management reports
- Close multiple incident records
Clocks are background processes that track the duration of specific conditions in Service Manager.
To view the clocks that are tracking an incident:
- Click Incident Management > Search Incidents.
- Use search or advanced search to find one or more records.
- Click More or the More actions icon and select Show Clocks.
- Click Exit to exit the clocks display and return to the incident record.
Note: If you receive a message that states the named clock record is no longer in the set, right-click the record, and then click Exit to exit the clocks display and return to the incident record.
Example: Search for a record
Access Incident Management views
Open an incident
Update an incident
Relate a record to an incident record
Resolve an incident
Close an Incident